Please use this identifier to cite or link to this item: http://hdl.handle.net/20.500.12306/12177
Title: Customer satisfaction and the growth of commercial banks in Uganda: a case study of United Bank for Africa (Kansanga Branch)
Authors: Brenda, Aheebwe
Keywords: Customer
Satisfaction
Growth
Commercial banks
Issue Date: May-2015
Publisher: Kampala International University, College of Economics and Management
Abstract: In recent years, a number of studies have highlighted the effect of customer satisfaction on the growth of business organizations through empirical evidence across both developed and developing countries. In the pursuit of this type of evidence, this research clarifies the nature of the relationship between customer satisfaction and the growth of commercial banks in Uganda. In the model of this study, bank growth is a dependent variable. The quality of banking products and services, the banking product and service supply process, quality of staff, presentation of banking information and price competition of banking products and services are independent variables. To examine the relationship between customer satisfaction and the growth of commercial banks, this study uses data analysis from the questionnaire to test the reliability and validity of this relationship. By using the ordinary tables and excel, the relationship between customer satisfaction and bank growth is measured. Results are consistent: customer satisfaction has a positive impact on the growth of commercial banks in the case of United Bank for Africa. And then, implications for the banking sector are drawn for the case of United Bank for Africa.
Description: Research report submitted to College of Economics and Management as a partial fulfilment of the requirements for the Award of Bachelor's Degree of Business Administration at Kampala International University
URI: http://hdl.handle.net/20.500.12306/12177
Appears in Collections:Bachelor of Business Administration (BBA)

Files in This Item:
File Description SizeFormat 
Aheebwe Brenda.pdf1.12 MBAdobe PDFView/Open


Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.